Service Desk Analyst - 12 Month FTC
Hybrid
Core
Provide first-line technical support to Evelyn Partners staff via phone, email, and self-service portals, logging and managing incidents and requests.
Role type
Service Desk Analyst
Builds
IT support services for internal staff
Domain
IT Operations / Wealth Management
Required skills
Customer service, Microsoft Office (2010-2016), Incident management, SLA management, Escalation procedures, Problem-solving
Preferred skills
ServiceNow, ITIL Foundation, Previous Service Desk experience
Responsibilities
Answer Service Desk phone calls, Log incidents and requests in ServiceNow, Manage service desk tickets, Escalate incidents to support or DevOps teams, Assign SLAs using impact/urgency matrix, Provide user support and coaching to end-users, Meet Service Desk KPIs